Compliance capture in the contact center

Organizations capture interactions for compliance or regulatory purposes. Reasons for compliance capture include ethical compliance, contractual compliance, corporate liability, consumer protection, and interaction analysis.

Administrators and compliance officers use Risk Management to review and analyze the captured interactions for compliance, non-compliance, and to service compliance requests.

Example: Compliance review

The organization receives a complaint about non-compliant sales of financial products by a specific team. The administrators or compliance officers search for specific interactions associated with the team. After organizing and grouping the interactions into a case, compliance officers review the captured interactions for evidence of non-compliance.

Other compliance requests

Other types of compliance requests can be handled in Risk Management:

• Export Interactions Media: Compliance, legal, or data subjects request access to captured data. Media export requests are managed using the Export Interactions Media capability.

• Legal Hold: Requests from Compliance or Legal require retention of interactions so that they cannot be deleted. Requests are managed using the Legal Hold feature of cases.

• Replay Approval:  Replay approval is a specialized compliance request. A user must request access to review captured interactions.

• Recycle bins: Use Risk Management recycle bins to schedule the deletion of interactions.

• Immutable storage: For interactions archived in the cloud, provides long-term retention that protects data from unauthorized change or deletion and malicious activity such as ransomware attacks. Immutable storage can apply to all versions or only to some versions of the storage object. No user can update or delete an object version identified as immutable.

Project Rules Manager

Use complementary products within the suite to manage compliance requests. The Project Rules Manager enables you to:

• Populate cases, legal holdcases, and recycle bins in bulk

• Export interactions in bulk

• Delete captured interactions

Related information 

Immutable storage (Verint® Cloud Capture Configuration Guide)